Quantitative

Details
  • The parameters for our quantitative research are based solely on the suggestions received from our partner’s customers themselves on the basis of the qualitative research conducted.
  • We measure the Customer Satisfaction Index (CSI), Goodwill Level, Net Promoter Score (NPS).
  • We identify a correlation of loyalty factors, the importance of particular expectations.
  • We deliver value through a mechanism of selecting factors which will bring the biggest benefit to a particular company in the business, cultural and economic conditions taking place at the moment of research.

Qualitative

Details
  • The activities of conducting focus groups or individual interviews are always performed by consultants who know how to ask and how to interpret the answers. We do not employ students who want to earn some extra money or professional researchers. We carry out and interpret our research ourselves.
  • The key in qualitative research is the proper selection of respondents. We are not interested in a voice of an average customer. We want to know the expectations of the most desirable customers.
  • Customers being researched never know who ordered the research. We are not interested in a plebiscite for the best customer service representative. We aim at obtaining competitive information on the fundamental, most inspiring, often very simple, customer expectations.
  • We always ask one major question. The rest is clarification of what a respondent means and proper interpretation of their words.

Grupa Żywiec case

Grupa Żywiec chose an ambitious goal – to regain its market leader position. One way was to build the Leadership strength. The company wanted its leaders to be recognizable in the market due to their virtues and the way they support their Żywiec brand. As a result, the managers proudly took part in the entire educational procedure, the popularity of which exceeded the organizers’ expectations.

Pekao SA case

For strategic reasons, Bank Pekao SA planned to significantly increase its importance in the SME segment. Ambrosetti, an Italian consulting company that worked with Pekao SA for years, searched for a Polish partner which would assist Pekao in achieving this objective. Hence, EC was invited to conduct research aimed at indicating the key expectations of customers in the SME segment and to design Branded Training for the Sales Consultants and Managers. As a result, Bank Pekao SA has the largest increase in its market share and profitability just in the SME section.

RWE case

In view of the deregulation in the energy transportation market, RWE decided to find a way to stand out from its competitors by providing its customers with some additional value. The workshops led by EC enabled the key managers to identify the desired strategy and plan the specific actions. The company is currently on the best track to become a model provider of the desired customer experience.

THINKTANK case

Following Janusz Kamieński’s article, THINKTANK asked EC to prepare and conduct a series of one-day workshops aimed at educating the invited participants in the field of CEM. The workshops met with a very good reception.

A large hypermarket case

Prior to a big project aimed at developing a vision and strategy for the next 5 years, Executive Conversation organized a week’s trip to San Francisco and surrounding areas for a group of 35 top managers. The program included visits to the most famous companies of Silicon Valley and American hypermarkets.

Harvard Business Review case

Harvard Business Review organized a few hours’ workshop on CEM conducted by the undisputed guru of Customer Experience, Bernd Schmitt from the U.S. EC was invited to enrich the speech of the guest. After his performance, Janusz Kamieński delivered a 1.5 hour presentation of the Polish projects in the field of CEM. The participants had the opportunity to discover not only how it is done in the U.S., but also in Poland!